Customer Support Associate

Dotmatics

Customer Support Associate for Dotmatics, providing technical support and managing customer relationships globally in a remote setup.

Posted 5/18/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 $26 - $35 per hourWebsite

About the role

Key responsibilities & impact

Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment
Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable
Work across multiple software products and support platforms
Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues
Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution
Lead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns that improve the customer experience
Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success
Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable
Surface customer feedback and product gaps to the Product team to influence roadmap priorities
Partner with QA on new feature testing, bug reproduction, and cross-team communication for complex issues
Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content

Requirements

What you’ll need

5+ years of customer support, customer success, or account management experience in a software environment
Hands-on experience with Zendesk or a comparable support/ticketing platform
Demonstrated ability to manage customer cases end-to-end with clear written communication throughout
Background in sales support, account management, or customer success with a track record of building lasting customer relationships
Experience supporting technical or scientific software products, or the ability to get up to speed quickly on product and feature use cases
A remote work track record that shows reliable availability, proactive communication, and the ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without being managed closely
Experience working in a lab environment, and/or education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or genomics industry (optional)
Experience working alongside offshore teams or in a follow-the-sun support model (optional)

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Dotmatics Website LinkedIn All Job Openings 501 - 1000 employees 🧬 Biotechnology 🔬 Science ⚕️ Healthcare Insurance Biotechnology
Science
Healthcare Insurance Dotmatics is an AI-powered scientific intelligence platform that specializes in data management and workflow automation specifically for multimodal scientific discovery. It facilitates adaptive lab workflows, enhances collaboration across various scientific disciplines, and integrates advanced predictive analytics to accelerate research and development. With a suite of products, including solutions for bioinformatics, cheminformatics, and flow cytometry, Dotmatics supports researchers in making informed decisions, streamlining operations, and driving innovation in drug discovery and materials science. Customer Support Associate Job not on LinkedIn 🔥 0 minutes ago 🇨🇦 Canada – Remote 💵 $25 - $35 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment
Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable
Work across multiple software products and support platforms
Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues
Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution
Lead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns that improve the customer experience
Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success
Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable
Surface customer feedback and product gaps to the Product team to influence roadmap priorities
Partner with QA on new feature testing, bug reproduction, and cross-team communication for complex issues
Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content 🎯 Requirements
5+ years of customer support, customer success, or account management experience in a software environment
Hands-on experience with Zendesk or a comparable support/ticketing platform
Demonstrated ability to manage customer cases end-to-end with clear written communication throughout
Background in sales support, account management, or customer success with a track record of building lasting customer relationships
Experience supporting technical or scientific software products, or the ability to get up to speed quickly on product and feature use cases
A remote work track record that shows reliable availability, proactive communication, and the ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without being managed closely
Experience working in a lab environment, and/or education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or genomics industry (optional)
Experience working alongside offshore teams or in a follow-the-sun support model (optional) Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Product Support Specialist 🕒 Yesterday Bold Commerce 201 - 500 🛍️ eCommerce ☁️ SaaS 💳 Fintech Website LinkedIn All Job Openings Product Support Specialist delivering exceptional customer support and helping merchants optimize their e-commerce experience at Bold Commerce. Focused on empowering customers and resolving technical issues efficiently. 🇨🇦 Canada – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Product Support Specialist 🕒 Yesterday Bold Commerce 201 - 500 🛍️ eCommerce ☁️ SaaS 💳 Fintech Website LinkedIn All Job Openings Product Support Specialist at Bold Commerce providing top-tier support for merchants. Focused on optimizing ecommerce experiences through effective problem-solving and technical assistance. 🇨🇦 Canada – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Customer Service Agent 🕒 2 days ago Reach 51 - 200 🛍️ eCommerce 🤝 B2B 👥 B2C Website LinkedIn All Job Openings Phone Support & Customer Service Agent at Reach, handling inquiries and resolving issues for a global ecommerce platform. Supporting customers with order tracking and maintaining service quality through Zendesk. 🇨🇦 Canada – Remote 💰 Series A on 2022-03 ⏰ Full Time 🟢 Junior 💝 Customer Support 🚫👨‍🎓 No degree required Customer Service, Call Center Specialist – Pharmaceuticals 🕒 3 days ago Alphanumeric Systems 201 - 500 💊 Pharmaceuticals 🧬 Biotechnology 🤝 B2B Website LinkedIn All Job Openings Customer Service Specialist responsible for managing vaccine orders and providing support to pharmaceutical clients. Requires excellent communication skills and customer service experience while working remotely from Canada. 🇨🇦 Canada – Remote 💵 CA$19 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support Bilingual Customer Service Representative – Luxury Retail, French-English 🕒 3 days ago TTEC 10,000+ employees 🤝 B2B 🏢 Enterprise Website LinkedIn All Job Openings Bilingual Customer Service Representative supporting an iconic global luxury retail brand while working remotely. Delivering personalized, elevated customer experiences and maintaining customer interactions. 🇨🇦 Canada – Remote 💵 $18 / hour 💰 $1.5G Post-IPO Debt - TTEC on 2021-11 ⏰ Full Time 🟢 Junior 💝 Customer Support 🚫👨‍🎓 No degree required 🗣️🇫🇷 French Required View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

customer supportcustomer successaccount managementtroubleshootingsoftware installationorder processingproject managementtechnical supportbug reproductiondata hygiene

Soft Skills

clear communicationcollaborationproblem-solvingcustomer engagementrelationship buildingproactive communicationteamworkjudgmentattention to detailadaptability